Complaints and disputes

Aurora Patina is the place to be for a carefree and trusted shopping experience. We want you to be happy with your purchases, whether it's a gift or a treat for oneself. Despite our great care, there is always the possibility that something might go wrong. Even then we will do everything we can to find a good solution together with you.

What is the best way to make a complaint?

If something went wrong with a shipment, or a product appears faulty on arrival, or if you have any other complaint about a product or our services, we kindly ask you to contact our customer service. Please send an e-mail to [email protected].

We kindly ask you to have your order number readily available and to kindly include it in your correspondence. In addition we ask you to briefly describe your complaint as clearly as possible. We will contact you as soon as we can to work out a suitable solution for your complaint We are usually able to resolve complaints on this first contact. You can expect a substantive response from us within 14 days of filing your complaint.

We kindly ask you to have your order number handy and include it in your correspondence. In addition, it will be helpful if you can briefly and concisely describe the complaint. We will contact you as soon as possible to work out a suitable solution together with you. This almost always succeeds. At the latest within 14 days after receipt of the complaint, you will receive a substantive response from us.

Still not satisfied with the handling of your complaint? In such a case you can submit it to the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).